FAQ

Greetings, how can we help you today?

Orders

To make a purchase, simply ‘Add to Cart’ for the selected item.Review the item(s) in your cart by selecting ‘Cart’ link at the top right of the page.You can edit the quantity or remove products from your shopping cart.Click on 'Checkout' to complete your order.

Once you have successfully placed an order, a copy of your receipt and order number will be emailed to you. You will receive this email typically between 1 – 3 hours after placing your order.

As soon as your order is placed, a copy of your receipt will be emailed to you. You will receive this email typically between 1 - 3 hours after placing your order.

Unfortunately, once an order has been placed, no additional item(s) can be added to this order. You can simply create a new order with the additional item.

To change an item, please drop us an email at greetings@gnomenbow.com as soon as possible.

*Please note that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change an order once it has been shipped.

Unfortunately, we do not allow cancellation of orders.

Do drop us an email at greetings@gnomenbow.com as soon as possible so that we are able to amend your shipping address before we shipped your product(s).

Please drop us an email at greetings@gnomenbow.com to let us know the date and time you are coming so that we can prepare your orders in advance. Orders can be collected 24 hours after an order has been placed (excluding Singapore public holidays and weekends).

INTERNATIONAL

Standard shipping : FREE for orders above S$250

Fees depend on the volumetric weight of the product and the final destination. We typically charge S$30 for small accessories (wallets/bracelets) and S$80 for bags.

Within Asia : 5 - 7 business daysOutside Asia : 7 - 10 business days

*Shipping fees EXCLUDE any taxes and duties that are required upon delivery. These are the sole responsibility of the recipient. Please remain contactable so as to expedite shipment when our shipping company contacts you.

We ship to over 237 countries around the world.

Alternatively, you can visit our retails stores in those countries. You can find them here.

Exact shipping charges are automatically calculated at the Checkout page at the time of checkout and will depend on the shipping location chosen.

As soon as your order has been shipped, we will send you a confirmation email with tracking details.

Once orders have been processed and sent out, an email confirmation with a tracking number will be sent to you. We work only with reputable courier companies who will be able to assist with tracking your order.

However, please understand that we are not responsible for delays due to unforeseen circumstances or force majeure.

Should you face challenges with tracking your order, feel free to reach out to us at greetings@gnomenbow.com and we will do our best to assist you.

Please email us at greetings@gnomenbow.com immediately and we will try our best to help you out.

Exchanges & Returns

All Gnome & Bow products purchased from us or an authorised retailer can be exchanged within 7 days from the purchase date. Our exchange policy only covers defects in material and workmanship.

All products must be returned unused, unwashed and be accompanied by the original hangtags. The assessment on whether the product qualifies for an exchange is left at the full discretion of Gnome & Bow.

Goods exchange is only allowed for item with same or higher values. Top up difference (if any) is required if item is of higher value. Any difference for item exchanged with lower value will not be reimbursed.

Proof of purchase must also be provided in order to make an exchange.

Kindly note that all final sale items are not eligible for exchange or return.

At this time, we are unable to accept returns.

At this time we are unable to accept returns for purchases that were made in store.

Yes, with any purchase on www.gnomenbow.com, we offer a complimentary mini gift messaging card for a message to be written to the recipient. The message is limited to 125 characters.

Please indicate your message in the notes section when you check out.

We do not provide wrapping services.

Monogram / Personalization / Customization

Yes, we offer this service for all our leather products. However, kindly take note that our monograms are done 100% by hand, a slight discrepancy is expected. Such discrepancies are not eligible for exchange or refund.Monogram service is available only for purchase made on www.gnomenbow.com.

We are unable to monogram purchases made at our authorised retailers, both online and offline. Should you require this service, please make your purchase on www.gnomenbow.com.

Due to the fact that monogram orders are unique and personally customized, please note that returns and exchanges are strictly not allowed.

Warranty & Repairs

Gnome & Bow offers a limited one-year warranty that guarantees all products to be free of defects in material and workmanship starting on the date of purchase from us or an authorized retailer.

Our warranty does not cover damages that result from misuse, abuse of the product or accidental damage. It does not cover regular wear and tear or damages such as abrasions, scratches or fading.

Warranty is automatically voided if any modification, change or alteration has been made to the product.

Disclaimer: Products discounted at 40% and above off regular price are not covered by our warranty policy.

Kindly send the following to greetings@gnomenbow.com:

1. A detailed description of the defect

2. A clear picture documenting the affected area

3. Proof of purchase

After inspecting and confirming that the defect lies in our material or workmanship, we will, at our discretion, either repair or replace your Gnome & Bow product at no charge to you. Do note that all costs of transportation involved in the repair or replacement of the product shall be borne by the customer.

Yes. If the nature of damage to the product is not covered by the warranty or the product warranty has expired, we will still be able to repair your product for a nominal fee.

Kindly send the following to greetings@gnomenbow.com:

1. A detailed description of the defect2. A clear picture documenting the defect

All repair requests will have to undergo an assessment process to determine if the product can be repaired and the costs related to it. Do note that all costs of transportation involved in the repair of the product shall be borne by the customer.

Kindly understand that a period of a few weeks would be required should the product be sent for repair.

Product & Material Care

Our bag and wallet leathers are infused with oils that come to the surface when the leather is squeezed. This might cause a temporary change in colour of the leather known as the pull-up effect. This type of leather was specially selected for its ability to age gracefully into a piece that is unique to you.

Our leathers may contain some imperfections, but these nicks and scratches tell the life story of the individual hide, and we wouldn’t want it otherwise. Due to the delicate nature of our leather, marks and nicks are expected to form with use over time, but these are a testament to your remarkable adventures and make the product distinctively yours.

While we always start off with a premium piece of 8oz full-grain leather, truth is that it is not practical to use such thick leather for all parts of our bag, especially our wallets, which we want to keep slim. Through many rounds of prototyping our goods, we have finally come up with the perfect formula of thickness combinations that fully showcases the beauty and hardiness of our rich leather.

Leathers come originally in a natural colour like that of our skin, hence they go through a dying process to give it its desired colour. While all our leathers are colour fast, meaning they will not run with rubbing and daily use, their colour might run when in damp and warm conditions over prolonged periods of time.

Keeping them on you or in your pocket on a hot day for a long periods or having them in wet conditions is not advisable. We advise allowing them to air in cool and dry conditions when possible. When not in use, store them in cool and dry conditions.

For minor stains, dab with a damp cloth, then polish with leather cream. If in doubt, please seek professional cleaning services.

Cotton canvas will fade naturally with use to reflect a unique vintage patina with varying degrees depending on usage. During use, avoid excessive rubbing with light coloured fabrics as colour transfer may occur, especially in wet conditions.

For minor stains, dab with a damp cloth, then polish with leather cream. If in doubt, please seek professional cleaning services.

Creases may form on nylon during with use or placed under pressure. These creases can be smoothed by ironing the area using low heat and with a damp cloth cover placed over the iron. Do not iron on directly.

A damp cloth and mild soap should work to remove most dirt and stains simply by wiping. Once the dirt has been lifted, be sure to wipe down the entire bag quickly in order to avoid getting water spots on the fabric. If in doubt, please seek professional cleaning services.

Keep bracelet away from water and perfume to maintain its condition and prevent discolouration.

Avoid over stretching the bracelet, as it may cause it to snap.

General Enquiries

Due to the lighting used during photo shoot or the monitor's display, some colour discrepancy is expected.

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